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Agreed! When I tried to contact support via chat (at 5 PM PDT, I never got a reply until 5:20 AM the next day, while my phone and I were still asleep. If they could get their support staff up to speed they would get a lot more folks like me (who need help, "yesterday", fairly frequently). Of course, they might not want that many higher-maintenance folks like me , but that's a whole different issue.
Well, of course I have no way of knowing their business strategy/ies, but anything is possible in the MVNO world. (My comment was meant primarily to be self-deprecating, not accusatory toward Visible, and I sure don't want to be the one to start today's CN Daily Drama!)
I think I may have used several MVNOs in the past that have figured out, and implemented, this cost-savings strategy.
Yes, they are probably doing well. Plus, they might want to bump up their subscriber numbers before this quarter (maybe their fiscal year, too?) ends on June 30th -- no doubt Verizon would like the strongest showing possible to boost their stock performance.
I haven't seen the ad yet, but Visible must be doing well enough to spend money on ads.